The Client Success Senior Associate plays a hands-on role in supporting client onboarding, engagement, and ongoing success. This role blends client-facing delivery (events, webinars, campaigns) with operational execution (event (ie. roadshow/webinar) management and coordination) to ensure clients are well-supported and derive value from our mental health solutions.
You will work closely with Client Success Managers and cross-functional teams to deliver smooth implementations, engaging client touchpoints, and data-informed insights that improve client outcomes.
Client Engagement, Events & Campaigns
- Develop and execute client engagement initiatives including launch events, roadshows, webinars, workshops, and re-engagement campaigns.
- Support or own the creation of campaign plans, materials, and timelines across pre-launch, launch, and post-launch phases for clients.
- Manage event logistics end-to-end (virtual and in-person), including coordination of with internal teams, materials, schedules, and on-the-day execution.
- Take a hands-on approach by attending and supporting live events, webinars, and roadshows where required.
- Act as a point of contact during events to address client queries and ensure a professional, seamless experience.
Implementation & Client Support
- Support the implementation and onboarding of clients to ensure a smooth and timely rollout.
- Provide guidance and training to clients during implementation, in partnership with Client Success Managers.
- Act as a liaison between clients and internal teams to ensure alignment and clarity throughout implementation and engagement touchpoints.
- Support Client Success Managers during key client contact points, especially during launches and re-engagement phases.
Client Success Operations, Metrics & Insights
- Develop an understanding of Client Success metrics, including engagement, utilisation, and adoption indicators.
- Support day-to-day CS operations, including reporting, data analysis, and project coordination.
- Monitor the success of events, campaigns, and implementation efforts by collecting feedback and performance data.
Analyse data and feedback to provide actionable recommendations for improving future engagement strategies.
Process Improvement & Cross-Functional Collaboration
- Collaborate with cross-functional teams (commercial, marketing, product, tech, operations, clinical) to support execution and continuous improvement.
- Contribute ideas to improve CS workflows, engagement processes, and client experience.
- Support ad-hoc projects as needed as the team and organisation continue to scale.
What Success Looks Like in This Role
- Clients feel supported, confident, and engaged throughout implementation and key touchpoints.
- Engagement activities (events, webinars, campaigns) are well-run, on time, and aligned to client goals.
- Internal teams experience smooth coordination and clear communication.
- Clients consistently leave interactions feeling supported and delighted.
Requirements
- 1-2 years of experience in an operational, project coordination, or client servicing support role; experience in a startup or healthcare environment is a bonus.
- Highly organised with strong attention to detail and time management
- Proficient in using spreadsheets (Google Sheets, Excel); bonus if experienced in automation tools or internal CRM/dashboards.
- A team player who thrives in fast-paced, collaborative environments.
- Strong communicator who is proactive, solution-oriented, and responsive.
- Comfortable working with ambiguity and keen to learn across cross-functional domains
Benefits
Why You’ll Love Working With Us:
- Global company – work in a diverse environment with people from nearly 20 countries
- Generous leave policy – time off to rest and recharge
- Christmas week off – company-wide break during Christmas, separate from annual leave
- Birthday leave – enjoy a day off on your birthday
- Quarterly mental health days – one day off every quarter to focus on your wellbeing
- Flexible work arrangements – work in a way that suits your lifestyle and goals
- Work-life balance – a culture that values personal time and long-term wellness
- Medical coverage – comprehensive insurance for peace of mind
- Performance bonus – high performance is recognised and rewarded
- Development budget - annual allowance to support your professional development
- Mental health support – premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care
- Socials and communities – regular non-work events/activities to connect and have fun together
